Will fees for manual entry be waived during COVID-19?

[jill6487]

Here's a friendly suggestion from a long time Square user with multiple business locations: to help small businesses cope with the craziness of COVID-19 - waive the extra charges for manually entered credit cards, since we are (in many states) being forced to take payment over the phone versus swiping a card, therefore being forced to have higher fees!!!

Thank you for listening!

[Joe]

Hi there, @droidbaker - while I can't speak to the circumstances surrounding other Sellers and their work with our Support Team, we have no broad plans to offer free processing at this time.

You can learn about our efforts to Support our Sellers during this time by visiting our Resource Hub.

[droidbaker]

The items that you are offering/waiving right now do not benefit many of us in our current situation.  I have been a using Square for almost 5 years & as others have asked maybe not free processing but just a 1% reduction.  Your companies actions by not stepping up to help small businesses is really sad to me when we are what makes your business.  I expected your company to handle this different you have really let us down and disappointed us.  I can speak not only for myself but others that since you are not willing to help us in this great time of need that I will begin exploring other POS systems.

[Joe]

Thanks for the prompt reply, @droidbaker - we hear you, here. While many have offered their positive remarks regarding our efforts to assist Sellers, we realize that every business finds itself in uniquely difficult circumstances at this moment - Square included. Our efforts will inevitability help some businesses more than others. 

We’re continually evaluating all options to help our sellers as this situation evolves, however we haven’t made changes to transaction fees at this time. Thanks again for your patience and understanding.

[higgles]

@Joe 

As a business owner myself, there is a huge difference between acknowledging receipt of a complaint and actually DOING something about the complaint. I think you are smart enough to recognize under which category your response falls. Further, I am extremely disappointed that you deleted some of the complaint replies.  That's directly from the book of Russian government. 

Let's turn this around and have Square be the HERO/HEROINE of this dark time in our lives. 1%.  That's it. ONE PERCENT decrease in manually entered credit cards. What is it to Square? More money for the fickle shareholders or don't care if Square is good to its client-base ? Or more money for shareholders  who would like to invest in socially-responsible companies? (Where are the millennials in your company ?! Don't they have a moral bone in their bodies?)  

Ask your marketing team to tout that Square was the one company that responded to their struggling clients and helped them during the NEW RECESSION or possible DEPRESSION. Hey! There's a concept! More clients signing up with Square because they care (new slogan,hint hint) means more money for cold-hearted shareholders and socially-responsible shareholders alike!  Be smart, and welcome yourselves to the 21st Century of socially responsible, caring companies.

[droidbaker]

VERY WELL SAID! 

[Docwelton]

@Joe I work for a small office that relies on Square and the manual entry fee along with the fact that there is a glitch in expiration dates with manual entry (yes yes I've updated my operating system, and the square up (several times) and know about the Virtual Terminal which I use) leaves me being extremely disappointed in Square and considering other payment options.  

On top of all this, I bought Square shares last year because I believed in the business so I'M A SHAREHOLDER and I still want square to bring down the processing fees in this unprecedented time!!!

Mary E

[Joe]

Hi there, @Docwelton - thanks for adding your voice here. We’re continually evaluating all options to help our sellers as this situation evolves, however we haven’t made changes to transaction fees at this time.

We realize these are unprecedented times - and Square is not immune to making tough decisions. While I am not privy to the decision process for our our Covid resources, we will continue to make any new updates vocal here and on all of our communication platforms. 

In the meantime, if you are interested in some insight into resources for Investors - you can visit out Investor Relations tab here. 

[sheyegirlcoffee]

If we go under eventually SQUARE will feel the hit. When small businesses close down MAYBE you will say hmmmm we probably should have done something. ANYTHING would help. Shame on SQUARE.

[sheyegirlcoffee]

It is because they don't have to. We are at their mercy. But what they do not realize is that if we go under the less money they will make eventually. SAD 

[Jediwzrd]

Totally agree with you. Using Square since 2015 when it was brand new and a startup. 

Now I am being censored when I post a Twitter handle #squaredontcare. 

trying to highlight this issue with users so there can be some movement on this. otherwise only choice is to leave. The virus and CDC guidelines do not allow for this craziness.

In any case how does a digital machine care if there is a card swipe or numbers are input manually- processing is still the same...

[higgles2]

Yup. And when we implement online ordering, they up the transaction % AND the fee per swipe.  

I saw somewhere that the CEO of Square donated a bunch of money to a non -profit or something - taking ALL the credit. You're welcome .

[BTP]

I have a small mom and pop pizzeria. we are down to delivery and curbside. CONTACTLESS .

we are TRYING to stay open, but we NEED YOUR HELP! Please lower the manual credit card fees. INVOICING will not work. I do not want to change to another Credit Card processing company..THEY ARE Marketing like crazy and taking advantage of those that need a lower fee for manual entry. I have been with square for 7 years. We have been loyal to Square. IT'S SQUARE turn now. PLEASE HELP

[AtoZnj]

We are in the same boat.  We have customers picking up cars outside and will be manually entering credit card numbers and leaving their receipts with their keys.  These fees are going to take it's toll on us small businesses.

[Darsombra]

Hello,

All over the world we are being urged to socially distance ourselves because of the pandemic. One step we have been taking is to not physically touch other people's credit cards but rather we have been having them read their card numbers to us and have been manually entering that. Is Square taking a larger percentage out of our sales for exercising this social responsibility?

[Tom_Herman]

We are a retail location. We now have a sign on our door asking customers to call us from their car to order. We ask that they use a credit card to avoid transferring cash. We then walk out to their car car to hand them the purchase. This has replaced our walk-in traffic, which means we are processing everything as "card not present"..... incurring the 3.75+10 Square rate. Has Square any intentions at all about waiving the extra processing cost for these transactions?

[Kassi_]

Hey @Tom_Herman - 

I moved your post over to a board with similar information on what we have so far for supporting our sellers during COVID-19. 

Keep an eye out here are we update with more information. 

[AVKGROC]

Due to COVID-19 challenges, small retail grocery businesses like mine are offering phone orders so we support the community by allowing people with health challenges stay home and still be able to put food on the table. Can big credit card processors reduce their added fees for manual credit card entry? We are not e-commerce or invoicing business, we serve elderly and families and not all have computer skills etc.

[Kassi_]

Hey @AVKGROC - 

I moved your post over to our board regarding fees and the Coronavirus. 

[Tish12]

I am a therapist and my state is strongly encouraging telehealth during this pandemic. As a result, I have to manually enter credit card information. 
would it possible to continue to charge swipe rates?  Businesses are already taking a financial hit and this small accommodation would greatly help. 
thank you 

[JustinC]

Thanks for voicing your concerns here @Tish12

Sorry to hear about your biz during this troubling time. Although we're continuously implementing ways to help our Sellers during the pandemic, we haven’t made changes to transaction fees right now.

We'll continue to update you all as we learn more. Swing over to our Resources page for what we're currently doing. 

[droidbaker]

what little business I have coming in these higher fees are really hurting the situation even more.  I know Square is offering some fees wavied for for many of is this is nothing that can benefit us. I think offering an option for us to choose if we can take advange of waived fees of other stuff or the credit card fees.  Every day I look at my effective rate hurts more and more!! Come on Square step up!